IntroductionFrom our first lot in Cambridge, Ontario, to residential, commercial, and recreational developments in 18 cities across North America, Excellent Gulf Group has grown into a diversified real estate organization with over 45 years of experience. While our portfolio has evolved, our commitment remains the same: building great spaces that inspire the people who live, work, and play in them. Today, our multi-faceted business spans commercial, mixed-use and residential development, construction management, software, engineering, panelized manufacturing, architecture, and hospitality. All companies under the Great Gulf Group umbrella are united by one easy goal: the pursuit of greatness. It’s achieved every day through the passion and dedication of our people. If you’re excited to build meaningful solutions and make an impact, we’d love to hear from you.Great Gulf is seeking a Director, Customer Care in Toronto, Ontario to lead and elevate our approach to homeowner care across our residential portfolio, with a strong focus on low-rise communities (single detached, semi-detached, and townhomes). This role is responsible for delivering a best-in-class customer journey – from purchase through post-occupancy – ensuring our commitment to quality, design, and community is reflected at every stage of the homeowner experience. Operating within Great Gulf’s fully integrated development platform, including its proprietary Dynamic Builder system, this role offers a unique opportunity to drive alignment between construction delivery and customer care, enhancing quality, efficiency, and overall homeowner satisfaction.Key ResponsibilitiesLeadership & Team DevelopmentLead, mentor, and develop the Customer Care team, fostering a culture of accountability, responsiveness, and service excellenceEstablish clear performance expectations, KPIs, and service standardsProvide oversight of all customer care functions across projects, ensuring consistency and quality of service deliveryBuild and optimize team structure, workflows, and resource allocation to support a growing low-rise portfolioCustomer Experience & EscalationsOversee the end-to-end homeowner journey, from purchase through post-occupancyAct as the primary customer liaison for escalated or complex homeowner mattersManage escalations professionally, turning challenging warranty situations into positive customer outcomesDrive improvements in customer satisfaction metrics (e.G., Avid Ratings or equivalent)Warranty,



Compliance & DeliveryOversee and ensure compliance with TARION warranty requirements, including PDIs, 30-Day, Year-End, and Second-Year forms, and conciliation processesEnsure alignment with HRCA regulatory requirements and evolving industry standardsProvide oversight of deficiency management, including identification, tracking, scheduling, and resolutionApply working knowledge of the Ontario Building Code as it relates to deficiencies and warranty obligationsDynamic Builder IntegrationOversee the Customer Care module within Great Gulf’s Dynamic Builder platform, ensuring accurate tracking of deficiencies, service requests, and homeowner interactionsPartner with Construction teams operating within Dynamic Builder to align construction delivery, quality standards, and customer care outcomesLeverage platform data to identify trends, monitor trade performance, and improve service deliveryCross-Functional CollaborationWork closely with Construction, Sales, Development, and Legal teams to ensure a seamless transition from construction to occupancyCollaborate with site supervisors and trade partners on deficiency resolution and schedulingPartner with Sales teams on closing coordination and homeowner expectationsEngage Legal counsel on escalated claims, conciliations, and risk management as requiredOperations & Continuous ImprovementBuild and refine processes for scheduling, deficiency tracking, trade coordination, and resolution timelinesImplement and optimize homeowner portal systems (e.G., Avid, NewStar, or similar platforms)Standardize best practices across projects to ensure consistency and efficiencyReporting & Performance ManagementTrack and report on key metrics, including open deficiencies, response times, trade performance, customer satisfaction, and TARION conciliationsProvide regular updates to senior leadership on trends, risks, and opportunitiesUse data-driven insights to inform decision-making and continuous improvement initiativesEducation, Experience,



And Qualifications10+ years of experience in customer care or warranty management within the Ontario residential construction industryMinimum 5 years in a leadership role managing customer care teamsDirect experience with low-rise residential product (single detached, semi-detached, townhomes) is essentialStrong knowledge of TARION Warranty Corporation processes, including PDIs, 30-Day, Year-End, and Second-Year forms, and conciliation managementFamiliarity with HRCA requirements and Ontario regulatory environmentWorking knowledge of the Ontario Building Code as it relates to deficiencies and warranty obligationsProven experience managing teams of coordinators, technicians, and trade partnersExperience implementing and optimizing customer care systems and homeowner portals (Avid, NewStar, or similar)Demonstrated ability to improve customer satisfaction metrics and manage escalations effectivelyStrong communication, stakeholder management, and reporting skillsAbility to operate cross-functionally with Construction, Sales, and Legal teamsHighly organized with a data-driven and process-oriented mindsetPhysical RequirementsAbility to travel to project sites, presentation centres, and meeting locations as requiredCompensationPay Range: $100,000 – $125,000Vacancy StatusReplacementBenefitsOpportunity to work for a leading real estate development companyExciting projects and challenging opportunities to develop high-profile residential, commercial, and mixed-use developmentsCompetitive salary and benefits packageDynamic and collaborative work environmentCommitment to sustainability and social responsibilityGreat Gulf Group of Companies is committed to providing a fair and equitable work environment and encourages applications from qualified women, men, visible minorities, Indigenous Peoples, and persons with disabilities. As per the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA), Great Gulf Group of Companies will accommodate the needs of applicants with disabilities throughout all stages of the selection process. If you need accommodation during the recruitment process, please advise Human Resources.To be eligible to apply for this position you must be legally entitled to work in Canada. We do not accept international applicants without a valid work permit. We thank all applicants for their interest. Only successful candidates will be contacted.Please note that all hiring decisions are made directly by our team. We do not rely on automated AI screening tools in our recruitment process.#J-18808-Ljbffr

📌 Director, Customer Care - C$100,000 - C$125,000 A Year (Winnipeg)
🏢 Great Gulf Group
📍 Winnipeg